Hanayuki Sushi — Restaurant in Port Moody

We’ve been Hanayuki customers for almost 4 years and that journey has come to an end.

For the past year or so we’ve been dealing with constant delays, missed orders, etc.

We used to order via UberEats, which was slow but at least never over 1-1.5 hours. When the prices went up , we start ordering via their website. And that’s when the beginning of the end started. I have an impression that online orders simply being overlooked and not thoroughly monitored by the team.

The first time the wait was over an hour and when we came to a restaurant we’d been told that it was ready for a while and sitting there waiting. However the order page showed it’s still in progress. Nobody updated the order in their system.

The last straw was on May 31st. I ordered online at 4.48 pm. Of course the order page was saying “in progress”. We came to the restaurant around 5.50pm to be told that our order was mistakenly given to another person. Our $100+ order was given to a person with door dash (if I am not mistaken) $20-30 order (it was one small bag). After the apologies, we’ve been told they’d prepare new order in 30 minutes. We agreed. And so we managed to get our order at around 7.10pm. 7.10 pm!!!!

They gave us 2 free coke and stamps for free rolls.

I was very upset. Our friends were waiting for us and the food.

I understand it’s Friday, they always reply in the comments that they’re understaffed. But man, what a mess and disrespect. They messed up with the order but they should have prioritized our order to be done as soon as possible. Nobody did that.

Was very nice to see how Uber eats and door dash were prioritized though… With higher prices and statistics impacting their ratings and fees.

The quality of food went down too. I hope the positive changes to this place will be made. Until then, my family will have to find another...

I was nearby for work, so I grabbed a simple lunch with my mom at this restaurant on Thursday. The first server, a lady, guided us to our seats and helped us order two lunch deals and an additional side. The food tasted fine, and the prices were okay. The environment was decent, but the service was shockingly rude.

When my mom asked for takeout boxes and the bill, a different, younger male server came by, literally tossed the boxes onto the table, and walked away. When he returned with the bill and card machine, he dropped them on the table and left again without a word. It was the worst dining experience I've ever had. He didn’t say a single sentence to us the entire time, and I wondered how he was even qualified to be a server. I still paid the 12% tip because I was in a rush and a client was messaging me. Miraculously, the moment he saw I left a tip, he finally said, 'Thank you.'

If I hadn’t been in a rush, I would’ve found the manager and asked if this is how they treat customers. To top it off, as we were finishing our conversation and about to leave, the first lady server came up and started clearing the table while we were still sitting, with food still on the table. Asking a simple question like, 'Is it okay to take your plates away?' wouldn’t have hurt. I’m genuinely curious—is it that hard for them to communicate with customers? I understand wanting to clean up, but all the tables around us were empty.

I felt like we were being treated like parasites, where no one wanted to serve us. I will never visit this place again—no one on earth should be...

Worst customer service ever. We have ordered sushi from there a couple times as we live in Port Moody. There is a lot of competition for sushi in the city so we do our best to support local.

Ordered several items… last time ordered as a walk in order after having the craving for 9 months pregnant, couldn’t be more excited for sushi after waiting so long. Specifically ask for no tuna in my dynamite combo as I’m allergic and of course, when we get home, the nigiri are ALL tuna. I call in to speak to a manager who apologizes profusely and says next time I want to come in, they will replace it and make it right as we didn’t want to go back that evening. I tell the manager it won’t be awhile that we would order and she says no problem. Gives me her name “Gracia” and says my name is noted for next time.

Fast forward to me calling to order sushi some time later. I call in and explain what happened and what was told and the person tells me there’s no person with that name. I tell her to check for my order and she says there’s no note. She then proceeds to tell me to call back later. I ask why since it took me awhile to get through in the first place and ask to speak to a manager. She says there’s no manager and that they don’t have that name or mine so basically she can’t do anything and treats me like I’m lying. Why would I lie about this? I hang up, forget it. I don’t need the sushi that bad but wow, what a joke.

This is how they treat locals!!!! Terrible customer service. We will go to any number of the sushi restaurants around and do not recommend this place....